Field Support Specialist

An Amazing Career Opportunity for a Field Support Specialist!! 

Location: Zejtun, Malta

Job ID: 33573

The Field Support Specialist is responsible for the continued maintenance, technical and system support, and enhancement of new or existing products or systems in the field. This includes having a focus on card and passport personalization and mailing equipment, ensuring they are serviced regularly as per manufacturer’s guidelines, and perform at their optimum. Utilizes information from customer, factory, and suppliers, to perform mechanical support and failure analysis to identify and recommend necessary changes or corrective actions related to design aspects and prioritizes system or component enhancements or bug fixes. Resolving incidents quickly and efficiently to restore capacity and maintain quality levels. Interacts with suppliers as necessary to correct issues. Works with factory, quality and customer support personnel in determining root cause of bugs and system failures and monitors trends. Conducts trend analysis to identify and prevent potential issues. Will be involved in product qualification, FATs, SITs, UATs, CATs, deployment on-prem, operator training, L1 and L2 maintenance training of customer staff or local partners.

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Citizen ID Technologies (CID):

As the fastest growing solution provider in citizen identity, HID Global is challenging the status quo with its collaborative approach to solutions delivery. We are positioned to deliver complex, scalable and future proof government programs, while empowering local government and partners.

As our Field Support Specialist, you’ll support HID’s success by: 

• Performing corrective and preventive maintenance, resolving incidents, assisting with installations and upgrades. Carrying out planned corrective and preventative maintenance in accordance with the HID and OEM requirements. Ensuring that repairs and maintenance is carried out to highest quality, within the shortest time frame and right first time.
• To install, configure, test and commission project hardware and software (personalization devices, mailing machines etc).
• FAT of equipment at supplier site, and support integration testing, site acceptance and user acceptance testing.
• Engaging with suppliers and documenting all technical materials for knowledge sharing.
• Providing a professional engineering service on customer site(s), corrective and preventive maintenance, in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained.
• Incident Management - Providing thorough L1 and L2 hardware, software, and peripheral support, and tracking status and updates through the available incident management tool.
• Before and after machine intervention, updating the machine status log, backup machine settings, informing operators and managers of status.
• Liaising with internal teams and 3rd parties as required, supporting their L3 investigations into hardware, software, and peripheral incidents.
• Maintain a spares stock inventory (part usage, requests, transfers, refurbishment).
• Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved and audited with the appropriate back-out plans.
• Knowledge Management - assisting with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video and slide deck etc.
• To provide visit reports, periodic reports, status updates or feedback as required.
• To deliver machine training for operators, L1 and L2 support.
• Maintaining all HID tools and equipment in a good working order ensuring all legal health and safety and quality are compliant.
• Ensuring a safe and healthy workplace, including the promotion of the environmental, health and safety standards, integrated management systems and any other relevant initiatives.
• To be fully conversant with the application software interfacing to the devices. To assist in the generation and maintenance of all technical documentation relating to the hardware, software and peripheral ensuring proper version control is employed in accordance with the latest standards.
• Chairing technical meetings and presenting to a varied stakeholder group.  Maintaining highest standards at all times.
• Being held accountable for timely communication of status or critical decisions needed from accountable executives - Proactively identify options/recommendations.
• Identifying delivery and operational risks and provide inputs how to mitigate. Managing work package leads to achieve project goals and objectives.
• Participating in the Core Team reporting on work packages.
• Other duties may be assigned as required. 

What we will love about your background: 

• Ability to effectively communicate in the English language, both verbally and in writing.
• Additional European language (nice to have) is preferred.
• Ability to read and interpret technical journals, schematics, wiring diagrams, specifications, international technical standards, etc.
• Microsoft Office
• Microsoft SQL Management Studio
• Salesforce (or experience with other incident management tools nice to have)

Your Experience and Education include:             

• Requires a minimum of 4 years’ experience as a mechanical engineer or service technician, ideally with experience in both a manufacturing environment and on-premises at customer sites (P3).
• Proven track-record of successfully supporting large print machines with laser/inkjet or similar.
• Embraces the principles of Lean Manufacturing, Total Productive Maintenance and the need for Continuous Improvement.
• Experience in repair and maintenance with proven fault-finding capabilities, in all fields of mechatronics, i.e. electrical, electronics, IT and mechanics.
• Experience building effective working relationships with customer and suppliers

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal